Shipping & Returns

Shipping & Returns Information

This page provides a comprehensive overview of our shipping, returns, and warranty policies so you know exactly what to expect when placing an order. Whether you are purchasing locally within Australia, ordering internationally, or buying in retail or wholesale quantities, the following information applies.

Shipping Costs (Australia)

We charge a flat rate for deliveries within Australia, with free shipping offered on orders over the value of $150.00 including GST.

Shipping Costs (International)

We ship internationally with rates calculated during checkout using Australia Post. Free shipping is not available on international orders. Freight charges cover shipping only and do not include customs duties, taxes, or other import-related fees. These are the responsibility of the buyer. Before ordering, please check your country’s import policies. We are not responsible for customs-related delays or fees. Ensure your shipping address is complete to prevent issues during transit.

Free Courier Delivery Conditions

Our Free Courier Delivery offer applies to retail orders placed directly through our website with a total value of $150 or more (including GST). This offer is valid for a single transaction only and is exclusive to Australian customers. Orders must be delivered via a street-addressed courier service and cannot be sent to PO Boxes, Parcel Lockers, or Australia Post Collect locations. The offer excludes wholesale, reseller, hospitality, or bulk-discounted orders, and may not apply to select products where otherwise specified on the product page.

Please note: If an order qualifies for free courier delivery and a partial return is processed—bringing the adjusted order total below $150—the original delivery no longer qualifies as free. In such cases, the standard delivery fee will be deducted from the refund amount. Free delivery is not available for international orders.

Providing Delivery Instructions

You can leave delivery instructions during checkout. If no notes are provided, we will assume that it is safe to leave the parcel at the specified address. If your location has restricted access (e.g., security gates or gated buildings), please include this in your notes to prevent failed delivery attempts. Our couriers cannot call ahead or deliver to an alternative address if you’re not home. Ensure the address is accurate and accessible. Once delivered, the responsibility for the parcel transfers to the customer.

Returns, Exchanges & Refunds

At Katachiware, we want you to shop with confidence. If you change your mind or wish to exchange an item, returns are accepted within 28 days of delivery, provided the item is unused, in its original packaging, and suitable for resale. Items that have been used, damaged, or returned outside this timeframe cannot be accepted. All returns must be approved before being sent back.

To arrange this, email [email protected] with your request and we will provide a return authority number and postal address. Please ensure items are securely packaged, include a copy of your order or receipt, and return them within the 28-day period. Once received, inspected and approved, refunds will be issued for the value of the item only, to the original payment method. Shipping costs are non-refundable, and return postage remains the customer’s responsibility. Items that do not pass as a resell-able product can be sent back at the buyers expense or donated to a charity.

Damaged Goods

If an item arrives damaged, please notify us within 24 hours of receiving your delivery. The process differs depending on the courier though in all cases, the item must be returned to be assessed. To organise a return, simply follow the instructions that relate to you in the following sections.

Aramex Transport

If your order was delivered by Aramex Australia and arrived damaged, please retain all items and notify us within 24 hours of receipt by emailing [email protected] with a clear photo of the damaged item and a copy of your order or receipt. We will arrange for the damaged item to be collected by an Aramex driver and dispatch a replacement at the same time. Damaged items cannot be returned for a refund in place of a replacement, and all damaged items must be returned for inspection and a replacement will be dispatched at the same time.

Australia Post

If your order arrives damaged and was delivered by Australia Post, please follow the steps below:

1. Keep All Packaging and Contents
   Do not discard the item, packaging, or postage label. Australia Post requires everything to be presented for inspection when lodging a claim.
2. Visit Your Local Australia Post Office
   Bring the damaged item, all original packaging, and your proof of purchase (such as your order confirmation email) to your nearest Australia Post outlet.
3. Lodge a Claim
   Inform the staff that you’d like to lodge a claim for a damaged item. They will examine the parcel and assist with submitting the claim.
4. Request a Reference Number
   Be sure to ask for a lodgement receipt or reference number so you can follow up if needed.
5. Await Their Assessment
   Australia Post will review the damage and contact you with the outcome. If compensation is approved, it will be processed directly through them.

For help locating a nearby Australia Post outlet, visit auspost.com.au/locate or if you need help from us, please email us at [email protected].

International Deliveries

Present the damaged item and packaging to your national postal service (e.g., USPS, NZ Post, Canada Post) along with your invoice. Compensation claims will be handled through them.

Faulty Products

If you believe that your item is faulty, please email us at [email protected] with a few clear photos, along with a copy of your order number or receipt. We will review the product photos and request that the item be returned for further inspection.

Once returned, if the product is found to be faulty, we will send a replacement of the same product at no cost. If the product is found to be in working condition, or has been damaged due to not following the instructions on our website, the item will be returned to you at your expense or donated to a charity.

Not as Described

If you believe your item is not as described, please contact us via email with a few clear photos, along with a copy of your order number or receipt. We will review the product photos and request that the item be returned for further inspection.

If the product is found to be misrepresented, we will refund the item cost along with the return shipping cost. If the product is found to match the description provided, or has been damaged due to not following the product’s care instructions, the item may be returned to you at your expense or donated to charity.

Stolen Goods After Delivery

All orders are delivered under Authority to Leave unless you provide specific instructions at checkout. This means parcels may be left unattended at your address, and once delivery is confirmed by our carrier, responsibility for loss or theft passes to you. If you believe your delivery location is not secure, it is essential to provide alternative instructions (such as requiring a signature or specifying a safe location). Katachiware and its delivery partners do not accept liability for stolen goods after delivery.

Delivery Notifications & Missing Parcels

To ensure a smooth delivery process, both Australia Post and Aramex Transport provide tracking updates and notifications:

• You will receive a message on the day your parcel is out for delivery.
• Once the parcel has been delivered, you will receive a confirmation notification.

If you are unable to locate your parcel after receiving a delivery confirmation, please follow these steps:

What You Must Do

• Contact the delivery company (Australia Post or Aramex) as soon as possible—on the same day or within 24 hours of the delivery confirmation.
• This allows the courier to investigate the issue while details are still fresh and can significantly increase the chances of locating the parcel.

Why This Matters

• Once goods have been delivered, the responsibility for the parcel transfers to the customer.
• We do not offer refunds or credits for parcels that go missing after they have been delivered and confirmed by the courier.
• At checkout, customers have the option to leave delivery instructions (e.g., “leave behind pot plant” or “at back door”). It is the customer’s responsibility to ensure the parcel can be safely left at the delivery location.
• Please note: Our couriers do not call ahead or upon arrival.

Can We Help?

• If preferred, we can contact the courier on your behalf. However, this may slow down the resolution process since:
  • We are not on-site and do not know the layout of the delivery location.
  • Couriers often require first-hand confirmation or investigation from the recipient directly.
• For the fastest outcome, we strongly recommend that you contact the delivery service directly using the tracking information provided in your shipping confirmation email.

Adding to Existing Orders

We understand that sometimes you may wish to add extra items shortly after placing an order. To accommodate this, we allow customers to place a second order within 2 hours of their original order time, and, where possible, we will combine both into a single shipment.

Terms for Adding to an Existing Order:

• The second order must be placed within 2 hours of the first order’s confirmation.
• The shipping address must match the original order. If a different address is provided in the second order, the original shipping address will be used.
• After 2 hours, we cannot guarantee the orders can be combined, as the original order may have already entered the packing or dispatch process.
• If the 2-hour window has passed, the second order will be treated as a new, separate order and standard shipping charges will apply.

Please note: Due to courier and processing constraints, we are unable to redirect or change the delivery address for add-on orders. Any address changes submitted during checkout of the second order will be respectfully disregarded to maintain consistency and ensure secure delivery.

If you need further assistance or have specific questions about our shipping, returns, or warranty policies, feel free to contact us at [email protected]. We’re here to help.